Order Tracking in Shopify: How it Works and Best Practices

After placing an order, most customers ask the same question: “Where is my order?” This is where order tracking becomes important.

If customers can’t find updates easily, they reach out to support. And those queries add up quickly. Bad order tracking updates directly affect customer experience, support workload, and trust.

That’s why it’s important for Shopify stores to have a system in place. In this guide, we’ll explain how order tracking works in Shopify and share best practices for it.

What is Order Tracking in Shopify?

Order tracking in Shopify is the process of letting customers monitor the status and location of their order. It usually involves a tracking number that customers can use to see real-time updates.

These order tracking updates show key stages such as shipped, in transit, out for delivery, and delivered. In simple words, order tracking helps customers stay informed.

Why Order Tracking is Important for Shopify Stores

Order tracking plays a key role in the post-purchase experience. Once a customer places an order, their main concern is knowing when it will arrive.

However, for Shopify stores, order tracking is more than just about logistics. Here’s how it directly impacts the brand:

1. Reduces WISMO Tickets

WISMO, also known as “Where is my order?”, is one of the most common support queries in e-commerce. When customers can’t easily track their orders, they reach out for updates.

Clear tracking updates help customers find updates easily. It reduces the number of upcoming tickets, allowing support teams to focus on more important issues.

2. Improves Customer Experience

Customers expect real-time updates after placing an order. When they can easily check the status of their delivery, it creates a smoother experience. Good tracking removes uncertainty.

3. Builds Trust

Clear tracking updates signal transparency, which builds trust among customers. When customers receive regular updates, they feel more secure about their purchase.

Over time, customers trust the brand even more. If this happens, they’re more likely to make repeat purchases.

How Does Order Tracking Work in Shopify?

Order tracking in Shopify follows a simple flow from purchase to delivery. After a customer places an order, the store processes and ships it, and tracking details are added to the order.

These details are shared with the customer through a shipping confirmation email. From there, customers can check real-time order updates.

Key Components of Shopify Order Tracking

Shopify order tracking works with multiple components to ensure a smooth post-purchase experience. Here’s a list of them:

• Order Status Page: It is the main page where customers can check their order details such as current status, tracking link, and delivery updates.
• Tracking Number: Once an order is shipped, the shipping carrier generates a tracking number. Then, Shopify connects with the carrier to provide real-time updates.
• Shipping Notifications: At this stage, customers receive updates through email or SMS about their order status stages.
• Tracking Link Access: Customers can also use an order tracking link to see real-time updates.

These components work together to create a smooth tracking experience for customers. This also reduces support queries.

4 Best Practices for Order Tracking in Shopify

Good order tracking is not just about adding a tracking link. It’s about making the experience clear, timely, and easy for customers to follow.

Here are four ways Shopify stores can improve their order tracking experience:

1. Provide real-time tracking updates

Customers expect up-to-date information about their orders. Delayed or missing updates often lead to support queries.

Make sure tracking information is accurate and updated regularly. This helps customers stay informed and reduces the need to ask for updates.

2. Create a tracking page

Instead of sending customers to external carrier sites, create a dedicated tracking page on your store. This makes it easier for customers to track their order. It also gives you more control over their experience.

3. Send proactive notifications

Don’t wait for customers to ask for updates. Stay proactive by sending notifications related to order confirmation, shipping, and delivery. This step can prevent many unnecessary support queries.

4. Handle WISMO queries with AI

Even with the best tracking practices, customers will still ask for updates. AI customer support tools like IllumiChat can easily handle common Shopify queries related to order tracking, returns, etc.

Conclusion

Order tracking is a key part of the post-purchase experience. When customers can check their order status easily, it removes uncertainty and builds trust.

For Shopify stores, this also means fewer support queries. However, order tracking doesn’t remove the complete need for support. Stores may still get common queries, and that’s when a support tool becomes essential.

IllumiChat’s agent integrates natively with Shopify stores, handling most of their support questions. For complex questions, the AI hands them off to human agents. Thus, resolution is smooth for your team as well as customers.

Frequently Asked Questions

1. What is order tracking in Shopify?

Order tracking in Shopify allows customers to monitor their order after it has been placed. It includes updates like shipped, in transit, and delivered.

2. How can Shopify stores reduce WISMO queries?

Shopify stores can reduce WISMO queries by providing clear tracking updates and proactive notifications. They can also use tools like IllumiChat to answer WISMO queries instantly, reducing support tickets.